Shipping policy

Thank you for shopping with Zene. Below you will find all the important details regarding our shipping process and delivery times.

1. Where We Deliver

We currently ship to:

Europe
United States
Canada
Oceania (Australia and New Zealand)

If your country appears at checkout, we deliver there. If you cannot find your country, please contact us before placing your order and we will confirm whether delivery is possible.

2. Order Processing Time

All orders are processed within 1 to 2 business days after payment confirmation.

Orders are not processed, shipped or delivered on weekends or public holidays.
During high-demand periods, processing times may be slightly extended.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information.

3. Estimated Delivery Times

Delivery times are counted from the moment your order is shipped, not from the moment it is placed:

Europe: 10 to 15 business days
North America (United States and Canada): 15 to 25 business days
Oceania (Australia and New Zealand): 10 to 15 business days

Total estimated time, including processing, counted from payment confirmation:

Europe and Oceania: approximately 11 to 17 business days
North America: approximately 16 to 27 business days

Please understand that delivery times are estimates and may vary due to carrier operations, customs clearance, weather conditions, logistics delays or other circumstances beyond our control.

4. Shipping Costs

Shipping costs are calculated automatically at checkout, based on your destination and the shipping method selected. From time to time we may offer free shipping promotions — this will always be clearly indicated in the promotion details and at checkout.

5. Tracking Information

Tracking numbers are sent within 24 to 48 hours after shipment. You can follow your package in real time at any moment through our tracking page:
https://zenestore.co/apps/parcelpanel

Please allow a few business days for the first tracking updates to appear in the carrier's system. This is normal and does not indicate a problem with your shipment.

If you have not received your tracking information, contact us at contact@zenestore.co.

6. Split Shipments

Orders containing multiple items may be shipped in separate packages, arriving on different dates and with different tracking numbers. This does not mean any part of your order is missing — you will receive a tracking number for each shipment.

7. Customs, Duties and Taxes

International orders may be subject to customs duties, import taxes or local handling fees, depending on the regulations of your country. These charges are determined by your local authorities, are the responsibility of the customer, and are not included in the product price or shipping cost. We cannot predict their amount.

Refusing to pay applicable customs charges, or refusing delivery of the package, does not entitle you to a refund of the original shipping cost. Zene is not responsible for delays caused by customs processing.

8. Incorrect Address Information

It is the customer's responsibility to provide complete and accurate shipping information at checkout, including postal code and any apartment or unit number. If an incorrect or incomplete address is provided, we cannot guarantee successful delivery.

If you notice an address error, contact us immediately at contact@zenestore.co. We will correct it if the order has not yet been dispatched; once it has shipped, the address can no longer be modified.

If a package is returned to us because of an invalid address or a failed delivery attempt, we will contact you to arrange reshipment. The cost of reshipping is the customer's responsibility.

9. Delayed Packages

We work closely with our shipping partners to ensure timely delivery, but delays may occasionally occur due to customs processing, carrier delays, weather conditions or incorrect information provided at checkout — circumstances outside our control.

If your order has exceeded the maximum estimated total time for your region, or if tracking shows no updates for more than 10 consecutive business days, contact our support team. We will open an investigation with the carrier on your behalf and follow it through to a resolution.

10. Lost Packages

If your package is confirmed lost in transit, we will resend your order at no additional cost or issue a full refund — the choice is yours.

If you are a consumer in the European Union or the United Kingdom, the risk of loss or damage remains with us until you, or a person you have designated, take physical possession of the goods.

11. Delivered but Not Received

If tracking shows that your order has been delivered but you have not received it, we recommend:

Checking with neighbours, household members or your building's reception;
Contacting your local postal carrier or post office, as deliveries are sometimes recorded before the final handover;
Verifying the shipping address used at checkout.

If the package still cannot be found, contact our support team and we will open an investigation with the carrier.

12. Damaged Packages

If your order arrives damaged, contact us within 14 days of delivery with your order number and photos of the product and the packaging. We will resolve the issue at no cost to you, as described in our Return & Refund Policy.

13. Order Changes and Cancellations

Orders can be modified or cancelled free of charge within 24 hours of purchase. After that, cancellation remains possible at any time before dispatch — contact us as soon as possible and we will stop the order if it has not yet left our facility.

Once the order has been dispatched, cancellation is no longer possible and the order must follow our Return & Refund Policy. Customers in the European Union and the United Kingdom also benefit from a statutory 14-day right of withdrawal, described there.

14. Before Opening a Dispute

If something is wrong with your delivery, please contact our support team first. Most delivery issues — delays, missing tracking updates, packages held in customs — are resolved faster directly with us than through a payment dispute, because we can act on the shipment itself. We are committed to resolving delivery issues professionally, and contacting us does not affect any right you have to escalate later.